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Merge duplicate or related tickets into a single primary ticket so your team works the request in one place. Each merged ticket keeps its own messages and live Slack and email threads, and the whole operation is reversible with unmerge.

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How merging works

When you merge, you pick one or more source tickets to fold into the ticket you’re viewing, which becomes the primary.

Source tickets close and point at the primary

Each source ticket is closed and marked as merged into the primary. The source stays readable and shows a Merged into banner linking to the primary, along with who merged it and when.
The primary’s timeline gains a collapsible Merged from block for every source, showing the source’s ID and message count. Expand a block to read the source’s full conversation inline without leaving the primary.
Messages are not moved or copied. Each source keeps its own messages, and its existing Slack and email threads keep working. Replies continue to land on the source ticket and appear in its Merged from block on the primary.
The source’s followers and tags are added to the primary, so nobody loses visibility into the request.
If a source already had other tickets merged into it, those tickets are re-pointed at the new primary. Every merged ticket always points directly at one primary, never at a chain.
Merged source tickets are hidden from ticket lists by default. Add the Merged filter to a view to see them.

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Merge tickets

1

Open the primary ticket

Navigate to the ticket you want to keep as the main record.
2

Select merge tickets

Open the ticket’s actions menu and select Merge tickets.
3

Choose source tickets

Search for the duplicate tickets and select them. You can merge up to 10 tickets at once.
4

Confirm the merge

Click Merge. The selected tickets are closed and appear as Merged from sub-threads on the primary.
You cannot merge into a ticket that has itself been merged into another ticket. Merge into that primary instead. A ticket that is already merged also cannot be selected as a source again.

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Merging tickets with different requesters

You can merge tickets from different requesters, but Ravenna protects each requester’s conversation:
  • The merge dialog shows an amber warning when a selected source has a different requester than the primary.
  • On merge, that source’s messages become internal on the primary, so the primary’s requester never sees messages from a conversation they weren’t part of.
  • Ravenna remembers each message’s original visibility so unmerge can restore it.

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Unmerge

Merging is reversible. To undo a merge:
  • On the primary, hover over a Merged from block and click Unmerge.
  • On a merged source, click Unmerge in its Merged into banner.
Unmerging reopens the source ticket, removes it from the primary’s merged threads, and restores its messages to their original visibility if they were made internal during a cross-requester merge.
Unmerge reopens the source ticket in the Open status. It does not restore the status the ticket had before the merge.
Unmerge peels back one merge at a time. If other tickets were flattened onto the same primary during the merge, they stay merged into the primary.

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Merge tickets via the API

Merge and unmerge programmatically with the REST API. See the API overview for authentication details.Merge one or more source tickets into a primary:
Pass "forceInternal": true to make the sources’ messages internal on the primary regardless of requester, or "forceInternal": false to keep them visible even when requesters differ.Reverse a merge:

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Limitations

  • Email replies to a merged source ticket land on the source’s thread but do not notify the primary ticket’s assignee or followers. Watch the Merged from blocks on the primary for new activity.
  • A merge can include at most 10 source tickets. Run multiple merges if you need more.
  • Unmerge reopens the source in the Open status rather than its pre-merge status.
Last modified on September 7, 2026